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Notes: • The ACW status option is only available for CCA version 12.4.5 or above. • The feature is not supported for callback or manual dialouts. |
To configure the ACW status option:
In the Admin Portal, navigate to Configure > General > Queues.
Note: You can access the Queues page directly if you have set it up as a Favorite on your Home page.
In the Queues page that appears, click Options for the Voice (In) or Voice (Out) queue whose After Call Work Status you want to configure. For example, in the image below, you could select the Options for the Customer Services - ENG voice queue.
The Voice Queue – Options page appears. Scroll to the end of the page, if necessary, to see the configuration options for the ACW status feature.
Note: The image below shows the option for a Voice (In) queue. Voice (Out) queues have the same options for ACW, and you configure the feature in the same way.
Select the Enable After Call Work status transition checkbox check box to enable this feature. With this option selected, the CCA transitions from Wrap-up status after a call ends, to ACW status after the Wrap-up status times out. The images below show how these transitions look in the CCA.
Note: This feature is not available for callbacks or manual dialouts.
With the Enable After Call Work status transition checkbox selected, the Wrap-up Timeout and After Call Work Timeout boxes become enabled.
a. In the Wrap-up Timeout box, enter the maximum time the agent should remain in this state before transitioning to the ACW status. The default time is 15 seconds. The minimum value you can enter is 0 seconds, and the maximum is 99 hours. The format is hh:mm:ss.
b. In the After Call Work Timeout box, enter the maximum time the agent should remain in this state before transitioning to Available. The default time is 15 seconds. The minimum value you can enter is 0 seconds, and the maximum is 99 hours. The format is hh:mm:ss.
Note: Wrap-Up Timeout overrides the agent’s Wrap-up settings. If you do not enable the ACW status in the Voice (In) or Voice (Out) Queue options, the agent-level Wrap-up setting takes effect. For more information about agent’s In-call Status Timeouts configuration, see Agents General Information Tab .
Click Update when done.
NotesNote: •In CCA, the ACW status appears greyed out similar to Wrap-up. The system moves the agent’s status automatically; an agent has no way to move to this status manually.
• This feature is not available for callbacks or manual dialouts.
